System and method for new issue management for conversion achievement

ABSTRACT

Methods, systems and computer storage media are disclosed for providing resources to a platform issue. Embodiments describe associating educational resources and an event resource to resolve the platform issue.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.16/916,276 filed on Jun. 30, 2020, entitled “SYSTEM AND METHOD FORCONVERSION ACHIEVEMENT,” the entirety of all of which is herebyincorporated by reference.

BACKGROUND

A conversion event is a significant milestone in the journey of ahealthcare ecosystem. A conversion event is the period of time when auser first starts using a new healthcare IT platform (such as CernerCorporation manufactured software). A conversion event can occur overthe course of minutes, hours, days, or longer as the user becomesfamiliar with the new healthcare IT platform. The goal of any conversionevent is for the user to adapt to the new healthcare IT platformefficiently.

During a conversion event, a user (such as a clinician) may have anissue with the new healthcare IT platform (a “platform issue”).Typically, the user must call a help line to resolve these platformissues. These typical methods are inefficient where some platform issueswith the new healthcare IT platform are repeated from user to user,leading to redundancy and inefficiency. Further, the service who mayanswer the help line are random providing no continuity of service orprior knowledge about the user, leading to further redundancy andinefficiency. As described in more detail herein, aspects improve thesetechnologies and conventional solutions.

SUMMARY

This Summary is provided to introduce a selection of concepts in asimplified form that are further described below in the DetailedDescription. This Summary is not intended to identify key features oressential features of the claimed subject matter, nor is it intended tobe used as an aid in determining the scope of the claimed subjectmatter.

In brief and at a high level, this disclosure describes, among otherthings, methods, systems, computer storage media, and graphical userinterfaces for providing resources to a platform issue. An embodiment ofthe disclosure includes a system for modifying a platform schedule,including: a data store and a computing device; wherein the computingdevice: receives an indication during a conversion event to a newhealthcare IT platform, via a first device at a healthcare facility, ofa platform issue comprising a narrative of an issue with the newhealthcare IT platform, receiving a plurality of event resources;receiving an indication of an event resource; associating the eventresource with the platform issue; receiving a plurality of event datastores; determining a selection of the plurality of event datesassociating the platform issue with a category of resolutions;determining an educational resource from the selection; and modifyingthe associated platform schedule to include the platform issue.

An embodiment includes non-transitory computer-storage media havingcomputer executable instructions embodied thereon that when executed bya computer perform a method comprising: receiving via a first device ata healthcare facility an indication during a conversion event to a newhealthcare IT platform of a platform issue; receiving a plurality ofevent resources; receiving an indication of an event resource from theplurality of event resources on a second device at a location separatefrom the healthcare facility; and associating the event resource withthe platform issue; and modifying the associated platform schedule toinclude the platform issue.

Additional embodiments include a system for modifying a platformschedule, comprising: a computing device and a data store, wherein thecomputing device comprises an issue module to receive an indication of aplatform issue, a collaboration module comprising a plurality of eventresources, an interface module configured to receive an indication ofevent resources, and a modification component configured to modify theassociated platform schedule to include the platform issue.

Additional examples of systems and methods to resolve platform issuesare described below in the Detailed Description.

BRIEF DESCRIPTION OF THE DRAWINGS

Embodiments are described in detail below with reference to the attacheddrawing figures, wherein:

FIG. 1 illustrates is a schematic diagram of a suitable computing systemenvironment for use in implementing the present invention in accordancewith embodiments of the present invention;

FIG. 2 depicts block diagrams of an exemplary system for facilitatingmodifying a platform schedule to a platform issue in accordance withembodiments of the present invention;

FIGS. 3-4 depict flow diagrams illustrating exemplary methods ofmodifying a platform schedule to include a platform issue in accordancewith embodiments of the present invention; and

FIGS. 5-12 illustratively depict screen displays showing examplegraphical user interfaces for modifying a platform schedule to include aplatform issue in accordance with embodiments of the present invention.

DETAILED DESCRIPTION OF THE INVENTION

The subject matter of the present invention is described withspecificity herein to meet statutory requirements. However, thedescription itself is not intended to limit the scope of this patent.Rather, the inventors have contemplated that the claimed subject mattermight also be embodied in other ways, to include different steps orcombinations of steps similar to the ones described in this document, inconjunction with other present or future technologies. Moreover,although the terms “step” and/or “block” may be used herein to connotedifferent elements of methods employed, the terms should not beinterpreted as implying any particular order among or between varioussteps herein disclosed unless and except when the order of individualsteps is explicitly described.

As one skilled in the art will appreciate, embodiments of our inventionmay be embodied as, among other things: a method, system, or set ofinstructions embodied on one or more computer-readable media.Accordingly, the embodiments may take the form of a hardware embodiment,a software embodiment, or an embodiment combining software and hardware.In one embodiment, the invention takes the form of a computer-programproduct that includes computer-usable instructions embodied on one ormore computer-readable media.

Computer-readable media include both volatile and nonvolatile media,removable nonremovable media, and contemplate media readable by adatabase, a switch, and various other network devices. By way ofexample, and not limitation, computer-readable media comprise mediaimplemented in any method or technology for storing information,including computer-storage media and communications media. Examples ofstored information include computer-useable instructions, datastructures, program modules, and other data representations. Computerstorage media examples include, but are not limited toinformation-delivery media, RAM, ROM, EEPROM, flash memory or othermemory technology, CD-ROM, digital versatile discs (DVD), holographicmedia or other optical disc storage, magnetic cassettes, magnetic tape,magnetic disk storage, other magnetic storage devices, and other storagedevices. These technologies can store data momentarily, temporarily, orpermanently.

Throughout this description, several terms are used to aid theunderstanding of certain concepts pertaining to the associated systemand services. These terms intended to help provide an easy methodologyof communicating the ideas expressed herein and are not necessarilymeant to limit the scope of embodiments our technology. The following isa list of these terms: platform issue, an issue or problem a user mayhave while using a new healthcare IT platform; a user may beinterchangeably referred to as a clinician or healthcare provider whichincludes any person tasked with interacting with the new healthcare ITplatform (e.g., doctor, nurse, physician, etc.); a historical platformissue is a platform issue that occurred prior to the current platformissue, in some embodiments the historical platform issue may have beenresolved or may in some embodiments may currently still be pendingwithout resolution, in some embodiments the historical platform issuemay include a narrative similar to that of the platform issues describedherein; a healthcare IT platform is software service suite usable by aclinician to provide clinical services, including review of andmodification to a patients electronic health record (“EHR”).

Regarding the use of singular and plural, we do not mean to intend anysort of strict numerical implication by using the singular or plural ofa term; similar to our lack of intent to imply the singular by using “a”or “the.” Trying to capture the plural in words or in the FIGS. wouldoften lead to wordiness. For example, though we might refer to “adatabase,” clearly we fully anticipate that such reference would beequally applicable to multiple databases or more generally to datastores. By way of another example “a memory” does not imply one singlememory device.

Historically, during a healthcare IT conversion event, IT personnel werelocated on site at a healthcare facility to help with training andeducating clinicians on using the new healthcare IT platform during theconversion event. However, due to concerns about infectious diseasespreading in a healthcare facility, the number of persons within ahealthcare facility has been limited to patients and essential personsfor providing medical care. To limit the number of personnel needed tobe onsite during a conversion event, training and resources are used toassist a user. Users may have been using an older healthcare IT platformand have no familiarity with how to use the new healthcare IT platform.A user may have an issue such as how to access patient information andnot know how to access that data in the new healthcare IT platform. Thepresent disclosure enables the user, such as a clinician, to remotelygenerate an issue or question regarding the healthcare IT platform witha narrative of the problem to a central location, where a resolution canbe managed in a central location without having to have in-personcontact with IT personnel for training and educating. The presentdisclosure therefore overcomes the inefficiency of a user calling in toreport an issue and IT personnel working face to face with the clinicianregarding the issue or question. The present disclosure enables the userto briefly describe the problem from within the healthcare IT platformand the described systems and methods will allocate the platform issueto an event resource and/or educational resource to resolve the platformissue to a centralized system that is located remotely from thehealthcare facility. The present disclosure does not require calling inor redundant work by the event resource. Other improvements over theprior art systems are apparent in view of the methods and systemsdescribed.

In brief and at a high level, this disclosure describes, among otherthings, methods, systems, computer storage media, and graphical userinterfaces for modifying a platform schedule. The present disclosureimproves prior art systems by automatically and efficiently assigningevent resources to platform issues. By way of a high level example,systems and methods are provided for receiving an indication of aplatform issue, which may be via a graphical user interface on a firstdevice. The platform issue may include a narrative of an issue,explaining a problem the user has with a new healthcare IT platform. Aplurality of event resources may be received. The plurality of eventresources may include IT platform trainers and/or consultants designatedto resolve platform issues with the new IT platform, as describedherein. Each of the event resources may include an associated platformschedule. The platform schedule may be a plurality of platform issuesassigned to the event resource, for example, a docket of platform issuesto be resolved. An event resource of the plurality of event resourcesmay be associated with the platform issue. The association may be anassignment of the event resource to resolve the platform issue. Theassociation may be determined by a received indication of an eventresource of a graphical user interface of a second device. Theassociation may also be determined automatically based on the platformissue. An educational resource may also be determined based on theassociation of the event resource with the platform issue. In someembodiments, the educational resource may be a resolution to ahistorical platform issue. The associated platform schedule may bemodified to include the event resource and the educational resource.This modified platform schedule alerts the event resource of the eventissue and the educational resource and can use the educational resourceto resolve the platform issue for the user.

As illustrated in the high level summary above, the present disclosureassigns an event resource and/or educational resource to a platformissue, which is an improvement over the prior art systems. A user cansubmit a platform issue with a narrative of an issue. In someembodiments, the platform issue may be associated with an event resourcebased on the experience and/or skills of the event resource. In someembodiments, the platform issue may be associated with an event resourcebased on information about the user. Further, the present disclosurerecites assigning an educational resource that may include a resolutionto a historical platform issue. In some embodiments the educationalresource may be determined or a selection may be received to associatethe platform issue with the educational resource. Advantageously, a theevent resource can be provided the educational resource or the user canbe provided the educational resource to resolve the platform issue.

It is also of note that the present disclosure improves prior artsystems by modifying a platform schedule. The present disclosuredescribes, as illustrated above, modifying a platform schedule toinclude the platform issue and/or educational resource. Previous systemshad no way to receive platform issues and assign them to a platform. Thepresent disclosure describes several aspects, including automaticallymodifying the platform schedule to include the platform issue toreceiving an input on a graphical user interface to associate theplatform schedule with the platform issue. Each of these embodimentsimprove prior art systems where previous systems failed to overcome thedescribed inefficiencies and redundancies of the art.

Each of the improvements described above and more that are describedherein, have the additional improvement of providing educationalresources, modifying a platform schedule, and/or assigning aneducational resource remotely from a healthcare facility. The number ofpersons in a healthcare facility can be limited to reduce spread ofdisease and infection. Each of the embodiments herein may enable remoteassistance during a healthcare IT conversion event.

An exemplary operating environment suitable for use in implementingembodiments of the invention is described below.

Turning now to FIG. 1 there is presented an example operatingenvironment 100 suitable for practicing embodiments of the invention.Example operating environment 100 includes a computerized system forcompiling and/or running an embodiment of a method for modifying aplatform schedule. In accordance with embodiments of the presentinvention. With reference to FIG. 1 , one or more data sources such asthe resolve module 160, collaboration module 162, adopt module 164, andconfiguration module 166 are communicatively coupled to network 175which is communicatively coupled to computer system 120. In someembodiments, components of operating environment 100 that are shown asdistinct components may be embodied as part of or within othercomponents of environment 100. For example, the resolve module 160,collaboration module 162, adopt module 164, and configuration module 166may be implemented in computer system 120. Similarly, one or more of theresolve module 160, collaboration module 162, adopt module 164, andconfiguration module 166 may perform functions for two or more of theother modules described in FIG. 1 .

In embodiments, network 175 includes the Internet, and/or one or morepublic networks, private networks, other communications networks such asa cellular network, or similar network(s) for facilitating communicationamong devices connected through the network 175. Network 175 may bedetermined based on factors such as the source and destination of theinformation communicated over network 175, the path between the sourceand destination, or the nature of the information. For example,intra-organization or internal communication may use a private networkor virtual private network (VPN). Moreover, in some embodiments itemsshown communicatively coupled to network 175 may be directlycommunicatively coupled to other items shown communicatively coupled tonetwork 175.

In some embodiments, operating environment 100 may include a firewall(not shown) between a first component shown communicatively coupled tonetwork 175 and network 175. In such embodiments, the firewall mayreside on a second component located between the first component andnetwork 175, such as on a server, or reside on another component withinnetwork 175, or may reside on or as part of the first component.

Embodiments of the resolve module 160, collaboration module 162, adoptmodule 164, and configuration module 166 include one or more data storesof information described herein. Further, each of the modules describedmay further include one or more processor(s) for performing variousfunctions described herein. In some embodiments, the resolve module 160,collaboration module 162, adopt module 164, and configuration module 166may be implemented as a cloud-based platform or may be distributedacross multiple physical locations.

Example operating environment 100 further includes provider clinicianinterface 142 communicatively coupled through network 175 to the resolvemodule 160, collaboration module 162, adopt module 164, andconfiguration module 166. Although environment 100 depicts acommunicative coupling through network 175 between interface 142 and theresolve module 160, collaboration module 162, adopt module 164, andconfiguration module 166 it is contemplated that some embodiments ofinterface 142 may be directly communicatively coupled to the computersystem 120. Embodiments of provider clinician interface 142 may take theform of a graphical user interface operated by a software application orset of applications on a client computing device such as a personalcomputer, laptop, smartphone, mobile computer, or tablet computingdevice. In one embodiment, the application includes a new healthcare ITplatform manufactured by Cerner Corporation. In an embodiment, theapplication is a Web-based application or applet.

The provider clinician interface 142 may be a graphical user interfaceof the new healthcare IT platform where a user, such as a clinician, maysubmit a platform issue. Provider clinician interface 142 facilitatesreceiving an indication of a platform issue from a user. The providerclinician interface 142 may enable a user to interact with the newhealthcare IT platform to receive, manipulate, and or view an EHR of apatient among various other usages of the healthcare platform. In someembodiments the user may interact with and submit the platform issuethrough the provider clinician interface 142 of the healthcare ITplatform. In some embodiments, interface 142 comprises a graphical userinterface for receiving user input facilitating the receipt of theplatform issue described in FIGS. 2-12 .

Embodiments of provider clinician interface 142 may take the form of auser interface and application, which may be embodied as a softwareapplication operating on one or more mobile computing devices, tablets,smart-phones, front-end terminals in communication with one or moreservers, back-end computing systems, laptops or other computing devices.In some embodiments, provider clinician interface 142 includes aWeb-based application or set of applications that is usable to manageuser services provided by embodiments of the invention.

Example operating environment 100 further includes event resourceinterface 144. Event resources may interact with various embodiments ofthe described invention. In some embodiments, an event resource mayinteract with, receive, and/or assign educational resources and/orplatform issues to modify a platform schedule. The event resource maysubmit the platform issue via the event resource interface 144. In someembodiments, the event resource may interact with and/or submit thedescribed commands via event resource interface 144. In someembodiments, interface 144 comprises a graphical user interface forreceiving input facilitating the modification of the associated platformschedule as described in FIGS. 2-12 .

The event resource interface 144 may be a graphical user interfaceremote from the new healthcare IT platform where the event resource, maysubmit a platform issue, interact with the platform schedule oreducational resource, and/or provider other platform services. Similarto the provider clinician interface 142, embodiments of event resourceinterface 144 may similarly receive a platform issue or present themodified associated platform schedule. The event resource interface 144may take the form of a user interface and application, which may beembodied as a software application operating on one or more mobilecomputing devices, tablets, smart-phones, front-end terminals incommunication with one or more servers, back-end computing systems,laptops or other computing devices. In some embodiments, event resourceinterface 144 includes a Web-based application or set of applicationsthat is usable to manage user services provided by embodiments of theinvention.

In some embodiments, the event resource interface 144 and providerclinician interface 142 may be presented on two different devices incommunication over the network 175. For example, the event resourceinterface 144 may be at a second device at a location separate from ahealthcare facility and the provider clinician interface 142 may be at afirst device at the healthcare facility. Providing the two interfaces142 and 144 at different devices may enable an event resource to betterservice a user without being near or at the same device, furtherenabling remote services.

Example operating environment 100 further includes computer system 120,which may take the form of a server, and which is communicativelycoupled through network 175 to the event resource interface 144,provider clinician interface 142, the resolve module 160, collaborationmodule 162, adopt module 164, and configuration module 166.

Computer system 120 comprises one or more processors operable to receiveinstructions and process them accordingly, and may be embodied as asingle computing device or multiple computing devices communicativelycoupled to each other. In one embodiment, processing actions performedby system 120 are distributed among multiple locations such as one ormore local clients and one or more remote servers. In one embodiment,system 120 comprises one or more computing devices, such as a server,desktop computer, laptop, or tablet, cloud-computing device ordistributed computing architecture, a portable computing device such asa laptop, tablet, ultra-mobile P.C., or a mobile phone.

In some embodiments, computer system 120 is a computing system made upof one or more computing devices. In some embodiments, computer system120 includes an adaptive multi-agent operating system, but it will beappreciated that computer system 120 may also take the form of anadaptive single agent system or a non-agent system. Computer system 120may be a distributed computing system, a data processing system, acentralized computing system, a single computer such as a desktop orlaptop computer or a networked computing system.

Embodiments of computer system 120 include computer software stack 125,which in some embodiments operates in the cloud, as a distributed systemon a virtualization layer within computer system 120.

The computer software stack 129 may be capable of hosting a number ofservices including the application module 130. The application module130 may receive, modify, and submit data via the network 175 from eachof the resolve module 160, collaboration module 162, adopt module 164,configuration module 166, provider clinician interface 142, eventresource interface 144, and storage 121. In some embodiments, theapplication module 130 may perform the functions of the applicationlayer described in FIG. 2 . The application module 130 may receive theplatform issue from one of the provider clinician interface 142 or eventresource interface 144, and determine via at least one of the resolvemodule 160, collaboration module 162, adopt module 164, or configurationmodule 166 a platform schedule and modify the platform schedule with aneducational resource and platform resource.

FIG. 2 depicts block diagrams of an exemplary system 200 forfacilitating modifying a platform schedule to a platform issue inaccordance with embodiments of the present invention. FIG. 2 illustratesthe system 200 in a multitier architecture where each aspect of thepresentation layer, web layer, application layer, data layer, andexternal data source where application processing and data managementfunctions are physically separated. In some embodiments, the system 200may be a single or a combination of tiers described herein, with theapplication processing and data management functions integrated at somelayers. FIG. 2 illustrates the system 200 illustrates five layers, thepresentation layer, the web layer, application layer, data layer, andexternal data source.

FIG. 2 includes the presentation layer with a client 202. Thepresentation layer may be the layer directly accessed by users and/orevent resources described herein. The client 202 may be an embodiment ofthe event resource interface 144 and/or provider clinician interface144. The client 202 includes one or more mobile computing devices,tablets, smart-phones, front-end terminals in communication with one ormore servers, back-end computing systems, laptops or other computingdevices. A user and/or event resource may interact with the client 202to interact with the software and services described.

The client 202 may be in communication with service registry 204.Service registry 204 is illustrated on the web layer in communicationwith the application layer. The web layer illustrates the serviceregistry may reside on the cloud described above, as a web basedinterface on the client 202. Service registry 204 communicates with theapplication layer to provide the application to the client 202. Theservice registry 204 may determine if the client 202 is logged in, orauthorized to access the application. The service registry 204 maycommunicate the login application 208, and once authorization isconfirmed, the service registry may provide the ACT application 210,described herein.

The application layer includes an application module 206. Theapplication layer controls the application functionality by performingdetailed processing. Application module 206 may determine andcommunicate various aspects of the described invention to the serviceregistry 204. The application module includes login application 208 andACT application 210. As described herein, the service registry 204 mayprovide the login application 208 to receive authorization beforecommunicating the act application 210.

The login application 208 may authenticate a user and/or event resourcefrom the client 202. The login application 208 may receive a request toauthenticate from the service registry 204. The login application 208may authenticate the event resource or user via credentials. Theauthentication in some embodiment may include an identity provider(“IDP”) and/or BWL authentication. The authentication may include a username, password, a one-time token, or other means of authentication. Ifthe event resource and or user fails to authenticate the client 202 maybe directed to submit new authentication identification. When the eventresource successfully authenticates via the login app 208, the actapplication 210 may be communicated to the service registry 204.

The application module 206 further includes the act application 210. Theact application 210 may communicate with the data layer and externaldata sources described herein to manage stored data. The applicationmodule 206 may store data from the external data sources via the datalayer to provide the services, features, and functions described herein.

The data layer includes data persistence mechanisms which may be dataservers, file shares, and others. The data layer encapsulates thepersistence mechanisms and exposes the data. The data layer may providean API to the application layer to expose methods of managing the storeddata without exposing or creating dependencies on the data storagemechanisms. Avoiding the dependencies on the data layer may allow forupdates or changes without the application tier clients being affectedby or aware of the change. For example, the data layer, as illustratedmay include redis data 212, my SQL data 214, and elastic data 216, whichmay be any data such as redis strings which may include JPEG images orserialized ruby objects. Each of the redis data 212, my SQL data 214 andelastic data 216 may include API to the application layer to managestored data.

The data layer may implement a cache policy to improve performance ofthe act application 210. In some embodiments, the redis data 212 may beconfigured for more expensive data (e.g., with a longer time toretrieve) or static data elements (e.g., platform issues alreadysubmitted) of the stored data are cached. In some embodiments, the redisdata 212 may be configured where the less expensive data (e.g., with ashorter time to retrieve) or active elements (e.g., platform issues openand/or being edited) of the stored data are cached. The cache policy maybe tweaked based on specific platform events for the new healthcare ITplatform. By implementing this cache policy, data that is both moreexpensive or less expensive can be more quickly accessed by the actapplication 210. In embodiments where the external data sources are invarious methods of managing the stored data, the implementation of thecache policy allows for data to be managed across the various methods atincreased speeds. For example, the cache policy may reduce the time toretrieve data than if the cache policy was not present.

Act application 210 may include a business layer, where the businesslayer may communicate with external data sources. The business layer mayprovide aspects of or access to each of the external data sources to theclient 202. The business layer may facilitate the graphical userinterfaces described in FIGS. 5-12 . For example, the business layer mayreceive the platform issue from the provider clinician interface 142 andor the event resource interface 144 from storage in the data layerand/or storage 121.

The act application 210 is also in communication with the external datasource. The act application 210 may communicate with the external datasource over secure communication protocols. As illustrated, for example,the act application 210 may communicate with the external data sourcevia Hypertext Transfer Protocol Secure (HTTPS).

The external data sources include a resolve module 218, collaborationmodule 220, adopt module 222, and configuration module 224. Asillustrated, the external data sources may be external to theapplication layer and data layer. The external data sources may notexclusively refer to data, but also to functions and softwareintegrations (such as third party integrations). Each external datasource may be independent from each other at different locations,devices, and/or servers. In some embodiments, each of the modulesdescribed in the external data source layer may be correlated with eachother. For example, as illustrated, the resolve module 218 may beseparate from the combination of the collaboration module 220, adoptmodule 222, and configuration module 224.

The business layer may implement aspects of the data layer in order toorganize, modify, and receive data from the external data sources. Insome embodiments the external data sources may each require differentaspects of the data layer. For example, the resolve module 218 mayrequire the API of the redis data 212.

The resolve module 218 includes the issue module 226 and the smartsearch module 228. The resolve module 218 enables platform issues to belogged and resolved quickly. The resolve module 218 includes issuemodule 226, which may be used to receive an indication of a platformissue, for example, from provider/clinician interface 142 and/or eventresource interface 144, described in FIG. 1 . Stated differently,platform issues may be received from an event resource and/or a user.

The platform issue received by the issue module 226 may include anarrative of the platform issue. The narrative may include textual datasuch as a summary, description, resolution, work details, and thehistorical platform issue, image(s) (such as screenshots), and/orvideo(s) (such as screen capture). The platform issue may also oralternative include an identification of the user. The identification ofthe user may be automatic, based on authentication information receivedvia the provider/clinician interface 142. For example, a user may loginto the new healthcare IT platform and submit a platform issue. When theplatform issue is submitted, contextual data such as who submitted theplatform issue may be submitted with some or all of the information usedfor authentication. In some embodiments the platform issue may includethe information about the user, such as an indication of the user. Theindication of the user can be contact information, a name, emailaddress, phone number and/or other identifier of the user.

The resolve module 218 may include features for issue allocation. Issueallocation enables routing of platform issues to relevant eventresources. An event resource may include IT platform trainers and/orconsultants designated to resolve platform issues with the new ITplatform. Event resources may be coaches and experts in conversion ofusers to new healthcare IT platforms. For example, an event resource maybe “Ben”. Ben may be skilled at the new IT platform. When a clinician,Dr. Le, has an issue with the new IT platform, like how to add a newprescription to a patient, Dr. Le may submit a platform issue and Benmay be skilled to educate Dr. Le on how to add the new prescription topatients.

Each event resource may include a platform schedule. A platform schedulean assigned plurality of platform issues. A platform schedule may be adocket of assigned platform issues for an event resource. In someembodiments a single platform schedule may be assigned to multiple eventresources, such as a pool of available event resources.

The configuration module 224 may store the platform schedule and eventresource. The configuration module 224 may organize the platformschedule and event resources based on the platform issues associatedwith the platform schedules and event resources. This mapping may beused to automatically route resources with the issue module 226 withoutthe issue module 226 organizing the data manually. Therefore, the actapplication 210 may modify an platform schedule and the configurationmodule 224 may receive the modification and store the modified data.

The configuration module 224 may fetch resources and other relevantinformation related to platform issues, educational resources, eventresources, and platform schedules. In some embodiments the configurationmodule 224 fetches data to store the information centrally in theorganized manner described above. Generated an organized mapping of theplatform schedule and event resources described above is beneficial.Using spreadsheets based systems to organize platform issues and eventresources which are unorganized and require additional computerresources to analyze.

The configuration module 224 further enables event resources to benotified centrally. In some embodiments, new educational resources maybe developed and/or discovered. Via the configuration module 224,additional educational resources can be added and organized withoutmanual notification of the event resource. The configuration module 224can alert event resources to modifications to the data. In someembodiments, the notification may be submitted to a contact credentialof the event resource, such as a phone number of email address.

Returning to the resolve module 218, the resolve module 218 may includefeatures to enable automatic routing of platform issues to eventresources. In some embodiments, the automatic routing of platform issuesmay be based on a solution tagged to the platform issue. For example,natural language processing may be used with a bank of terms (a solutiontag) from the narrative linking the terms to an event resource withexperience and/or skills in that area. For example, a narrative of theplatform issue may include “I am unable to access patient EHR” the bankof terms may include “access” and the natural language processing maylink that solution tag (“access”) to an event resource who haspreviously dealt with access issues.

In some embodiments, the automatic routing of platform issues mayinclude routing issues based on the identification of the user. Asdescribed herein, the indication of the user can be contact information,a name, email address, phone number and/or other identifier of the user.The resolve module 218 may receive the indication of the user with theplatform issue. The resolve module 218 may include features to determinefrom a plurality of event resources which event resource has had themost interaction with the user based on the indication of the user. Insome embodiments the resolve module 218 may determine the user based onthe indication of the user such as cross referencing the received datawith a data store of indications linked to users that were manuallyentered or from historical platform issues.

The resolve module 218 may also include features to enable manualrouting (“associating”) of platform issues to event resources. In someembodiments, the resolve module 218 may submit to the client 202 via theservice registry 204 a graphical interface of a plurality of eventresources. In some embodiments, the resolve module 218 may determine aselection of the plurality of event resources to display, by evaluatingevent resources that are more relevant to a particular issue potentiallyusing aspects described above with regard to automatic routing ofplatform issues. An indication may be received of an event resource fromthe plurality of event resources, and the associated event resource maybe associated with the platform issue and modify the event resource'scorresponding platform schedule.

The resolve module 218 may include a smart search module 228. The smartsearch module 228 may enable identification of similar historicalplatform issues to the current platform issue faced by the user.Matching the historical platform issues to the current platform issuecan be achieved by applying natural language processing techniques on anindexed data store of navigator and remedy tickets, to identify similarissues. In one embodiment, an API call is made to the application layerby passing a narrative of the platform issue, which processes those andreturns similar historical platform issues to the application. Aplurality of similar historical platform issues may be caused to bedisplayed on a graphical user interface, along with relevant educationalresources on those results such as the narrative of a summary,description, resolution, work details, and the historical platformissue. The results can be filtered by specific solutions and indexed toprovide more relevant results.

Referring briefly to the adopt module 222, the adopt module 222 mayinclude an elearning repository 230. The elearning repository 230includes educational resources. Via the act application 210, the resolvemodule 218 may receive information from the adopt module 222 such asfrom the elearning repository 230.

The elearning repository 230 may include educational resources.Educational resources may be a plurality of resolutions a platform issuewhere at least one of the plurality of resolutions are different. Theeducational resource may also or alternatively be a resolution to ahistorical platform issue, acting as a repository of resolved platformissues. In some embodiments the educational resource may be determinedor a selection may be received to associate the platform issue with theeducational resource. Advantageously, the event resource can be providedthe educational resource or the user can be provided the educationalresource to resolve the platform issue.

The resolve module 218 may receive the plurality of educationalresources from the elearning repository 230. The resolve module 218 maydetermine automatically an educational resource of a plurality ofeducational resources based on a determination of a similar historicalplatform issue as described above. Historical platform issues may bestored in the elearning repository 230. The historical platform issuesmay include a resolution to the historical platform issue. The resolvemodule 218 may determine from the platform issue a matching educationalresource or a set of educational resources based on a number of methods.For example, the resolve module 218 may implement natural languageprocessing of the platform issue and/or the historical platform issuesto find narratives between the two sets of data that are most similarstatistically. In some other embodiments, the historical platform issuesmay include a set of key terms associated with the educational resource.The resolve module 218 may determine a keyword from the narrative of theplatform issue such as by matching the keywords of the historicalplatform issues to the narrative of the platform issue. When multiplehistorical platform issues are determined to be similar to the platformissue, a set of historical platform issues or their affiliatededucational resources may be submitted to a graphical user interface.Dissimilar platform issues may not be displayed. An event resource mayselect, and the resolve module receive an indication of the selection,of the educational resource most relevant to the platform issue.

Further, in some embodiments the narrative of the platform issue may notonly be used to determine an educational resource. The platform issuegenerally and/or the event resource that was associated with theplatform issue may be used to determine the educational resource. Insome embodiments, the event resource associated with the platform issuemay have previously resolved a history of platform issues. In someembodiments, only the history of platform issues resolved by the eventresource may be implemented to determine the educational resource.

In some embodiments, an educational resource may be manually selectedfrom a graphical user interface by an event resource. For example, theresolve module 218 may receive an indication of an educational resource.An event resource may manually search through the plurality ofeducational resources to resolve the platform issue.

Returning to the resolve module 218, the resolve module 218 may beimplemented by the act application 210 to provide the various functionsdescribed herein. In some embodiments the act application 210 maycommunicate with the adopt module 222 to provide access to features suchas the elearning repository 230.

The external data source further includes a collaboration module 220.The collaboration module 220 may provide a single enterprisecollaboration platform for the user and the event resource tocommunicate. The collaboration module 220 may generate educationalevents for the user and event resource to resolve a platform issue. Thecollaboration module 220 may generate educational events via thirdparties. For example, and as illustrated, the collaboration module 220may include a Microsoft teams feature 232. The collaboration module 232may generate a chat between the user and the event resource viaMicrosoft teams feature 232. In some embodiments the educational eventmay be a meeting on the users calendar (such as Outlook) or anotherdigital service such as Zoom.

In some embodiments, the collaboration module 220 generated educationalevents may be an event resource and be linked to the elearning repo 230.In these embodiments, the act application 210 may receive an educationalresource via the methods described herein, and if the educationalresource is determined to include an educational event, may communicatewith the collaboration module 220 to generate a Microsoft teams meeting.

The external data source may further include the adopt module 222 withan elearning repo 230 (described above). The adopt module 222 may beused to track adoption metrics of each user. In previous systems of callcenters, an event resource would not be provided any information aboutthe training taken by the user of the new healthcare IT platform. Theadopt module provides software and tracking of a user of modules oflessons learned about the new healthcare IT platform. This trackedinformation may be provided to the event resource via a graphical userinterface automatically with the platform issue. Such information may bebeneficial to an event resource as a platform issue of “how to accessthe EHR” may be resolved by recommending the user complete theuncompleted course in the users profile of “accessing patient EHR”.

The resolve module 218 may modify the platform schedule stored in theconfiguration module 224. The resolve module modifies the platformschedule to include the platform issue and may include the educationalresource. In some embodiments the modification of the platform scheduleincludes adding the user. The configuration module 224 may organize theplatform schedule and event resources based on the platform issues.Modifying the platform schedule adds the platform issue and educationalresource to assist the event resource in resolving the platform issue. Aplatform issue may be resolved efficiently with this modified platformsschedule.

FIG. 3 depicts a flow diagram illustrating an exemplary method 300 ofmodifying a platform schedule to include a platform issue. In someembodiments the method may be executed by one or more non-transitorycomputer-storage media having computer readable executable instructionsembodied thereon.

Block 310 includes receiving an indication of a platform issue. Theplatform issue may be received by provider clinician interface 142,illustrated in FIG. 1 . In some embodiments the exemplary method 300includes receiving an indication during a conversion event to a newhealthcare IT platform via a first device at a healthcare facility of aplatform issue comprising a narrative of an issue with the newhealthcare IT platform.

Block 320 includes receiving a plurality of event resources. Theplurality of event resources may be stored in at least one data storessuch as an external data source such as the configuration module 224,illustrated in FIG. 2 . In some embodiments, the exemplary method 300may include receiving a plurality of event resources wherein each eventresource of the plurality of event resources comprises an associatedplatform schedule.

Block 330 includes receiving an indication of an event resource. Theindication of the event resource may be received via event resourceinterface 144 of FIG. 1 and/or client 202 of FIG. 2 . In someembodiments, the exemplary method 300 may include receiving anindication of an event resource of the plurality of event resources on asecond device at a location separate from the healthcare facility.

Block 340 includes associating the event resource with the platformissue. The association of the event resource of a plurality of eventresources may be determined by the resolve module 218, as describedherein.

At block 350, the exemplary method 300 includes determining aneducational resource. In some embodiments, determining the educationalresource may be based on the association of the event resource with theplatform issue. The educational resource may be stored in the adoptcomponent 222 of FIG. 2 with a plurality of educational resources andthe educational resource may be determined by the act application 210 inconjunction with the resolve module 218.

Block 360 includes modifying the associated platform schedule to includethe platform issue, the event resource, and the educational resource.The platform schedule may be stored with and associated with each eventresource of a plurality of event resources in the configuration module224 of FIG. 2 . In some embodiments, the exemplary method 300 includesmodifying the associated platform schedule to include the platformissue, the event resource and the educational resource.

FIG. 4 depicts a flow diagram illustrating an exemplary method 400 ofmodifying a platform schedule to include a platform issue. In someembodiments the method may be executed by a system with a computingdevice having one or more processors and one or more computer-storagemedia and a data store in communication with the computing device. Insome embodiments, the data store may be an external data source such asdescribed in FIG. 2 .

At block 410, the method includes receiving an indication of a platformissue. The platform issue may be received by provider clinicianinterface 142, illustrated in FIG. 1 . The platform issue may include anarrative of an issue with an application. In some embodiments theexemplary method 400 may include receiving via a first device at ahealthcare facility an indication during a conversion event to a newhealthcare IT platform of a platform issue, comprising a narrative of anissue with the healthcare IT platform.

At block 420, the method includes receiving a plurality of eventresources comprising an associated platform schedule. The platformschedule may be stored with and associated with each event resource of aplurality of event resources in the configuration module 224 of FIG. 2 .

At block 430, the method includes receiving an indication of an eventresource of the plurality of event resources. The indication of theevent resource may be received via event resource interface 144 of FIG.1 and/or client 202 of FIG. 2 . In some embodiments the method mayinclude receiving an indication of an event resource of the plurality ofevent resources on a second device at a location separate from thehealthcare facility.

Block 440 includes associating the event resource with the platformissue. The association of the event resource of a plurality of eventresources may be determined by the resolve module 218, as describedherein.

Block 450 includes receiving a plurality of event data stores. In someembodiments, the exemplary method 400 includes receiving a plurality ofevent data stores comprising a plurality of educational resources, eachof the plurality of educational resources comprising a plurality ofresolutions to a plurality of historical platform issues, and each ofthe plurality of event data stores associated with a category ofresolutions.

Block 460 includes determining a selection of the plurality of eventdata stores. The exemplary method 400 may include determining aselection of the plurality of event data stores associating the platformissue with the category of resolutions, the selection of the pluralityof event data stores comprising a selection of educational resources.The selection of educational resources may be determined via the actapplication 210 and/or resolve module 218 of FIG. 2 .

Block 470 includes determining an educational resource from theselection of the plurality of event data stores. In some embodiments,determining an education resource from the selection may be automatic ormanually selected via an interface such as the event resource interface144 of FIG. 1 . The method at block 470 may include determining aneducational resource from the selection of educational resources by acomparison of the platform issue to an associated historical platformissue of the plurality of historical platform issues of the selection ofthe plurality of event data stores.

At block 480 the exemplary method 400 include modifying the associatedplatform schedule to include the platform issue, the event resource, andthe educational resource. For example, the exemplary method 400 mayinclude modifying the associated platform schedule to include theplatform issue, the event resource and the educational resource.

FIGS. 5-12 illustratively depict screen displays showing examplegraphical user interfaces for modifying a platform schedule to include aplatform issue in accordance with embodiments of the present invention.

FIG. 5 illustrates an exemplary graphical interface illustrating how aplatform issue may be submitted. FIG. 5 illustrates exemplary graphicaldisplays of the provider clinician interface 142 or event resourceinterface 144, enabling a user or event resource to submit the platformissue. The illustrated FIG. 5 may be displayed on a first device at ahealthcare facility as a provider clinician interface 142. Theillustrated FIG. 5 may be displayed on a second device at a separatelocation from the healthcare facility as an event resource interface144. Describing only embodiments of a user submitting a platform issue,a user or event resource may select “new issue” in FIG. 5 to log theplatform issue. Simultaneously displayed in FIG. 5 is a list of issues.The list of issues, in embodiments where the graphical user interface isa provider clinician interface 142, may be a list of platform issuespreviously submitted for the particular user. In embodiments where thegraphical user interface of FIG. 5 is an event resource interface 144,the list of issues may be the platform schedule for the particular eventresource. The list of issues may indicate the status of the platformissue, such as pending, open, or closed (indicating the platform issuewas resolved). The list of issues may further display the priority ofeach issue, a short summary of the platform issue, the date of theissue, and the educational resource for the platform issue.

FIG. 6 illustrates an exemplary graphical interface to an eventresource, which may be displayed via the event resource interface 144 ofFIG. 1 . FIG. 6 illustrates some information that may be required and/oroptional when submitted a platform issue. Required information in orderto submit the platform issue is shown with a star, such as status of theplatform issue, impact (which may be low, medium, high) solution,summary (which may be the title of the platform issue), providercontact, category, and urgency. Not required information may includedomain, client contact, related event, due date, whether to set theownership to the provider contact, attachments, and a certification ofsensitive information.

FIG. 7 illustrates another exemplary graphical interface, illustrating aconfirmation that the platform issue was recorded with an exemplaryplatform issue narrative. The confirmation of FIG. 7 illustrates, forthe platform issue submitted the status as pending, status reason,impact, urgency, title, solution, contacts, owner, domain, descriptionrelated event, due date, last edited by (which may be edited by themethods described herein, the event resource, or the user) andadditional details.

FIG. 8 illustrates a graphical interface of a platform schedule for anevent resource. The graphical interface may be displayed on the eventresource interface 144. As described herein, the adopt module 218 maycommunicate with the configuration module 224 to display the platformsschedule for the event resource. Simultaneously displayed is a selectionfor the platforms schedule of items needing attention and acknowledgeditems. Displayed are the items needing attention of the platformschedule. At the bottom of the graphical interface is the platformschedule, which shows two items for the event resource. Each platformissue of the platform schedule includes the provider name, KPI value,position name, KPI, and actions. An event resource may take actions toresolve platform issues, such as email the user, edit the platform issue(such as add notes of the resolution and tasks performed) or see theeducational resources (such as training) completed by the particularuser. FIG. 12 illustrates the items acknowledged with similar features.

FIG. 9 illustrates a graphical interface of the collaboration module220, which may assign an event resource by associate ID to resolve aplatform issue via a MS teams group. The graphical interface may bedisplayed on the event resource interface 144. The event resource mayedit the event, select additional or alternative event resources toresolve the platform issue, view client contact information, scheduleresources such as a phone call or meeting, view project details (such asthe platform issue details), may select to notify resources (such ascontact the clinician that submitted the platform issue), or configurethe platform issue. Simultaneously displayed is also the conversioncoach user (described in FIG. 10 ) and command center user, with theoption to fetch or manually retrieve command center users from PPM.Previously created MS teams groups may be shown in a list, asillustrated at the bottom of the graphical interface. Previously createdMS teams groups may be organized and display associate ID, role, email,solution, source, and MS teams group membership status.

FIG. 10 illustrates another view of FIG. 9 but displaying the conversioncoach user interface. The conversion coach user may click a button tofetch command center users. Simultaneously displayed are previous MSteams groups described in FIG. 9 with exemplary data as described inFIG. 9 . Also displayed are the MS teams group membership status of “X”and a “checkmark” to illustrate a MS teams group has not been created orhas been created, respectively.

FIG. 11 illustrates a graphical user interface with smart searchfeatures. The graphical interface may be displayed on the event resourceinterface 144. The interface enables searching for similar historicalplatform issues from a plurality of historical platform issues. Asolution may also be selected for searching for educational resources. Avoting system is also given where an event resource may describe if theyfound the results helpful. The event resource may provide in the searchsimilar historical issues or the selection solution area search termsrelated to a platform issue. Related search terms may be displayed asshown below the search field. The related search terms may beimplemented with a natural language processor to search for a specificplatform issue or educational resource. The results of the search may bedisplayed with a field for the event resource to “search within results”to provide additional text. The results may include platform issuesand/or educational resources and a summary of the platform issue oreducational resource. For example in this graphical interface, the listof results may be organized by score (tied to whether results werehelpful), incident ID, solution, and summary.

FIG. 12 illustrated another graphical interface of FIG. 8 , illustratingthe acknowledged field where a list of acknowledged platform issues maybe listed. The graphical interface may be displayed on the eventresource interface 144. Once the platform issue has been assigned aneducational resource, the “acknowledged successfully” notice may bedisplayed to the event resource.

Additional embodiments of the present disclosure are contemplated that aperson having ordinary skill in the art would recognize: One or morenon-transitory computer-storage media having computer executableinstructions embodied thereon that when executed by a computer perform amethod of associating a platform issue from a first event resource to asecond event resource, the method including: receiving an indication ofa platform issue comprising a narrative of an issue with an application;receiving an indication of a first event resource to be associated withthe platform issue, the first event resource associated with a firstplatform schedule; associating the first event resource with theplatform issue based on the indication of the first event resource;receiving an indication of an educational resource comprising a platformresolution to the platform issue; modifying the associated firstplatform schedule to include the platform issue, the first eventresource, and the educational resource; receiving an indication of asecond event resource with a second platform schedule to be associatedwith the platform issue; associating the second event resource with theplatform issue and disassociating the first event resource with theplatform issue; and modifying the associated second platform schedule toinclude the platform issue, the second event resource, and theeducational resource.

Additional embodiments include: One or more non-transitorycomputer-storage media having computer executable instructions embodiedthereon that when executed by a computer perform a method of associatinga platform issue from a first event resource to a second event resource,the method comprising: receiving an indication of a platform issuecomprising a narrative of an issue with an application; receiving anindication of a first event resource to be associated with the platformissue, the first event resource associated with a first platformschedule; associating the first event resource with the platform issuebased on the indication of the first event resource; receiving anindication of an educational resource comprising a platform resolutionto the platform issue; modifying the associated first platform scheduleto include the platform issue, the first event resource, and theeducational resource; receiving an indication of a second event resourcewith a second platform schedule to be associated with the platformissue; associating the second event resource with the platform issue anddisassociating the first event resource with the platform issue; andmodifying the associated second platform schedule to include theplatform issue, the second event resource, and the educational resource.

Although the invention has been described with reference to theembodiments illustrated in the attached drawing figures, it is notedthat substitutions may be made and equivalents employed herein withoutdeparting from the scope of the invention as recited in the claims. Forexample, additional steps may be added and steps omitted withoutdeparting from the scope of the invention.

Many different arrangements of the various components are depicted, aswell as components not shown, are possible without departing from thespirit and scope of the present invention. Embodiments of the inventionhave been described with the intent to be illustrative rather thanrestrictive. Alternative embodiments will become apparent to thoseskilled in the art that do not depart from its scope. A skilled artisanmay develop alternative means of implementing the aforementionedimprovements without departing from the scope of the invention.

It will be understood that certain features and subcombinations are ofutility and may be employed without reference to other features andsubcombinations and are contemplated within the scope of the claims. Notall steps listed in the various figures need be carried out in thespecific order described.

The invention claimed is:
 1. One or more non-transitory computer-storagemedia having computer executable instructions embodied thereon that whenexecuted by at least one computer perform operations comprising:receiving, via a first device at a healthcare facility, an indicationcomprising a narrative of an issue associated with a healthcare ITplatform; receiving, from a data store: a plurality of historicalplatform issues comprising a plurality of narratives of issues; and aplurality of identities of event resources corresponding to theplurality of historical platform issues; performing a first filteringoperation comprising: determining that a subset of event resources, fromthe plurality of identities of event resources, are associated with theissue; wherein: the determining is based on a term in the narrativecorresponding to a solution tag; and the solution tag is associated withthe subset of event resources; performing a second filtering operationcomprising: in response to determining the subset of event resources,automatically communicating an indication of the subset of eventresources to the first device; and receiving, from a user at the firstdevice, a selection of an event resource from the subset of eventresources; and causing a second device, corresponding to the eventresource, to communicate with the first device to address the issue. 2.The media of claim 1, wherein the second device is remote from the firstdevice.
 3. The media of claim 2, wherein one or more of the plurality ofidentities of event resources corresponds to a given name of a coach orexpert in conversion of users to the healthcare IT platform.
 4. Themedia of claim 3, the operations further comprising receiving anindication from the second device to communicate with a third device. 5.The media of claim 4, the operations further comprising causing thethird device to communicate with the first device to address the issue.6. The media of claim 1, wherein the narrative is received from the userand includes two or more of a summary, a description, a screen shot, ora screen capture.
 7. The media of claim 1, wherein the narrative isreceived from the user and is identified as a new issue for the user. 8.A system comprising: at least one computing device having one or moreprocessors and one or more computer-storage media; and a data store incommunication with the at least one computing device, wherein the atleast one computing device is configured to: receive, via a first deviceat a healthcare facility, an indication comprising a narrative of anissue associated with a healthcare IT platform; receive, from the datastore: a plurality of historical platform issues comprising a pluralityof narratives of issues; and a plurality of identities of eventresources corresponding to the plurality of historical platform issues;perform a first filtering operation comprising: determine that a subsetof event resources, from the plurality of identities of event resources,are associated with the issue; wherein: the determination is based on aterm in the narrative corresponding to a solution tag; and the solutiontag is associated with the subset of event resources; perform a secondfiltering operation comprising: in response to determining the subset ofevent resources, automatically communicate an indication of the subsetof event resources to the first device; and receive, from a user at thefirst device, a selection of an event resource from the subset of eventresources; and cause a second device, corresponding to the eventresource, to communicate with the first device to address the issue. 9.The system of claim 8, wherein the second device is remote from thefirst device.
 10. The system of claim 9, wherein one or more of theplurality of identities of event resources corresponds to a given nameof a coach or expert in conversion of users to the healthcare ITplatform.
 11. The system of claim 10, wherein the at least one computingdevice is further configured to receive an indication from the seconddevice to communicate with a third device.
 12. The system of claim 11,wherein the at least one computing device is further configured to causethe third device to communicate with the first device to address theissue.
 13. The system of claim 8, wherein the narrative is received fromthe user and includes two or more of a summary, a description, a screenshot, or a screen capture.
 14. The system of claim 8, wherein thenarrative is received from the user and is identified as a new issue forthe user.
 15. A computerized method carried out by at least onecomputing device having one or more processors, the method comprising:receiving, via a first device at a healthcare facility, an indicationcomprising a narrative of an issue associated with a healthcare ITplatform; receiving, from a data store: a plurality of historicalplatform issues comprising a plurality of narratives of issues; and aplurality of identities of event resources corresponding to theplurality of historical platform issues; performing a first filteringoperation comprising: determining that a subset of event resources, fromthe plurality of identities of event resources, are associated with theissue; wherein: the determining is based on a term in the narrativecorresponding to a solution tag; and the solution tag is associated withthe subset of event resources; performing a second filtering operationcomprising: in response to determining the subset of event resources,automatically communicating an indication of the subset of eventresources to the first device; and receiving, from a user at the firstdevice, a selection of an event resource from the subset of eventresources; and causing a second device, corresponding to the eventresource, to communicate with the first device to address the issue. 16.The method of claim 15, wherein the second device is remote from thefirst device.
 17. The method of claim 16, wherein one or more of theplurality of identities of event resources corresponds to a given nameof a coach or expert in conversion of users to the healthcare ITplatform.
 18. The method of claim 17, further comprising receiving anindication from the second device to communicate with a third device.19. The method of claim 18, further comprising causing the third deviceto communicate with the first device to address the issue.
 20. Themethod of claim 15, wherein the narrative is received from the user andincludes two or more of a summary, a description, a screen shot or ascreen capture.
 21. The media of claim 1, wherein the operations furthercomprise determining the plurality of identities of event resourcesbased on an identity of the user.
 22. The method of claim 15, furthercomprising performing a third filtering operation, before the firstfiltering operation, to determine the plurality of identities of eventresources, from multiple stored event resources, based on the issue.